Customer Service

Customer Services Courses

For any business or organisation to be successful it must be able to provide a service to its customers effectively. This applies whether the organisation is commercial business, a charity or a national or local Government provided service.

One of the ways that the organisations can achieve this service is through their people. If the customer facing staff are well trained and able to provide a good service to the customers, the organisation can then be deemed to be providing a service to its customers. The better the staff, the better service.

It is fair to say that customer service is a phrase that is used a lot. In a nutshell customer service is simply what an organisation does in order to meet customer expectations and therefore provide customer satisfaction.

It is important to remember that customer satisfaction occurs when customers’ expectations are met.

What is the relationship between customer expectations and customer satisfaction?

 

Customer expectations:

These are what customers think should happen and how they think they should be treated.

Customer satisfaction:

This is achieved when a customer is happy with the standard of service is provided.

Gap analysis:

This is achieved by identifying the difference between what the customer expects and what the organisation actually provides.

Customer Service

All our courses are taught using our FIRST principles.

Our philosophy revolves around ensuring that you have a fun experience on your course, research has shown that if you learn in a light-hearted way, regardless of subject, the more information that is retained.

No more will you be sat in a training course watching the clock tick round wishing it was home time.

Our Customer Service Courses

Highfield Level 1 Award in Customer Service (RQF)

Course Aim

Our qualification aim is to prepare learners for employment and support learners who are new to the customer service sector and wish to improve their knowledge of this area resulting in the achievement of a nationally recognised qualification.

Description

The Highfield Level 1 Award in Customer Service (RQF) is an accredited course and is ideal if you are interested in working in a customer service role or just want a better understanding of customer service for self-employment purposes and would make a great addition to your CV.

The course is suitable for all learners new to customer service or those wishing to refresh their skills and is aimed at people looking to return to work, change careers or have been in customer service role but without any formal qualifications.

Our qualification provides you with the knowledge required to deal with customers

on a daily basis and is applicable to a variety of work environments.

Who is this course for?

This qualification is aimed at learners who are new to the customer service sector and wish to improve their knowledge of this area resulting in the achievement of a nationally recognised qualification.

The qualification provides learners with the knowledge and understanding in customer service for learners who deal, or intend to deal, with customers on a daily basis as part of their job role and is applicable to a variety of work environments.

Course Content Teaching Hours

30 hours

What’s covered?

  • Know how to deliver good customer service,
  • Know and use different communication methods:
    • Effective communication methods,
    • Use questions with different customers,
    • Identify body language and facial expression,
    • How does body language impact customer service:
      • Own,
      • Customers,
  • How to provide good customer service in line with organisational procedures,
  • Deal effectively with customer:
    • Queries,
    • Problems, and
    • Complaints.

Assessment

Theory assessment:

This course’s assessment consists of a portfolio of Evidence

Ofqual regulated qualification accredited by Highfield Qualifications

Qualification Cost

Individual cost:
Up to 6 Learners

£74.00

Each


Group cost:
Group size: 7 to 12 learners

£661.00

Qualification Number:

601/7005/0

Highfield Level 2 Award in Customer Service (RQF)

Course Aim

Our qualification aim is to support learners working or preparing to work in a customer service role or where using a telephone is a part of their role.

It is suitable for all industries where customer service is a requirement.

Description

The Highfield Level 2 Award in Customer Service (RQF) qualification covers the principles of customer service including how to meet customers’ expectations, the importance of appropriate behaviour and communication techniques as well as ways to deal with problem customers.

On returning to the workplace, you will be able to provide an exceptional level of service within your business and be able to deal with customers’ problems and complaints successfully.

The advantage of providing a consistently high level of customer service your business will benefit from increased sales, customer loyalty and an enhanced public image. In addition, happy and satisfied customers create a positive working environment, which means a more effective workforce.

Our qualification provides you with the knowledge required to deal with customers on a daily basis and is applicable to a variety of work environments.

Who is this course for?

This qualification is aimed at individuals working or preparing to work in a customer service role or where using the telephone is a part of their role.

Course Content Teaching Hours

6 hours

What’s covered?

  • The purpose of customer service,
  • The principles of customer service,
  • Understand how customer needs and expectations are formed,
  • The interpersonal skills and appropriate behaviour required in a customer service environment,
  • Principles of responding to customers’ problems and complaints:
    • Common causes of customer problems and complaints,
    • Importance of adapting communication to the individual customer,
    • How to handle difficult customer situations,
    • Importance of responding promptly.

Assessment

Theory assessment:

The course assessment consists of 1 multiple-choice theory assessment paper.

Ofqual regulated qualification accredited by Highfield Qualifications

Qualification Cost

Individual cost:
Up to 6 Learners

£99.50

Each


Group cost:
Group size: 7 to 12 learners

£920.00

Qualification Number:

600/6855/4

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